2.0 - 6.0 years

0 Lacs

kolkata, west bengal

On-site

As a Call Quality Analyst, your primary responsibility will be to monitor and analyze customer service calls to ensure adherence to company standards for quality and customer satisfaction. This will involve listening to recorded calls, identifying areas for improvement, documenting call behaviors, and providing constructive feedback to customer service agents. You will be reporting to the AM/Manager and will be responsible for call auditing and analysis. By performing call monitoring, you will be able to identify errors and best practices on calls, document call behaviors, and offer appropriate feedback to the customer service agents. It is essential to apply the 80:20 rules while giving feedback, discussing the calls, and creating action plans with specific timelines. Part of your role will also involve identifying call drivers and reporting them to the Quality TL/Manager. Using an appropriate data management system, you will compile and track performance at both team and individual levels. Additionally, you will participate in and facilitate Calibration sessions to ensure understanding and consistency in feedback. Your responsibilities will extend to providing the training team with actionable data as needed, offering feedback to Call Center team leaders and managers, and preparing internal and external quality reports and presentations for management staff review. You will also be involved in performing translations, IVR recordings, and language assessments, as well as holding regular meetings with the Quality manager to discuss ongoing strategies and improvements. This role requires a keen eye for detail, strong communication skills, and the ability to provide constructive feedback to drive continuous improvement in customer service quality. If you are passionate about enhancing customer satisfaction through call quality monitoring and analysis, we look forward to receiving your application.,

Posted 1 day ago

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